Overview: User Friction

Quick Definition

User friction describes the degree to which a common workflow is difficult, time-consuming, or irritating for a user to complete. High-friction workflows often involve many steps, involve steps that require multiple devices or input, require significant cognitive work on the part of the user, or for whatever other reason frequently cause users to abandon or circumvent.

Low-friction workflows, on the other hand, are generally entered and completed by users without thought or complaint and without affecting productivity, are rarely bypassed, and do not tend to drive users to seek work-arounds for them.